The Drawback of Hacking Off a Blogger Through Weak Process Gaps and Pathetic Customer Service

With all of the recent data theft in the financial sector, it is important to make sure that we don't go crazy trying to protect ourselves from risk. Risk management does have a value but this value lies mostly on the front end. Reactionary risk management almost always produces a point at where the value of protecting oneself or one's customers overshadows the product or service that you are offering. The majority of companies always go beyond this point, some thinking they can even sell it to the customer as a security measure and build their brand with it.

This is a lazy and terribly detrimental course of action for any corporation to undertake.

I recently called Citistreet, the company that manages the 401K plans for the corporation I will be leaving in a month. I was sent a PIN number about six months ago via snail mail but misplaced the paper and one of the security questions they ask is, "What was your start date with the company." Well, I worked for a subsidiary of the company that was eventually taken back into the motherfold--so I really have two hire dates and I couldn't get it straight with the woman from Citistreet.

So, the first gap in their process was a pathetic back-up security system of identifying appropriate customers.

Next, I was told that I would be sent a new PIN number through the mail in 5-7 business days and could then access my account via the web or the phone.

I said, "So, let me get this straight...I have to wait 5-7 business days to get into my account? You do realize that we're talking my money here, right? I want access to my money right now and if you can't do that, then I am not going to take my money elsewhere (in 5-7 business days) but I'm going to tell everyone I know about the pathetic operations process you guys have (that's what I'm doing now)."

In today's Instant Information environment, it is unacceptable to ask your customers to wait even 5-7 minutes to deliver information. Imagine my shock when I was asked to wait 5-7 business days--it was like someone told Neil Armstrong and Buzz Aldrin after their Apollo 11 space capsule crashed into the ocean that they would be returning to land via clipper ship and the journey would take four weeks.

So, I'm cashing out my funds and moving to another vendor and I think any of you who use this company are insane not to do the same.

The woman on the phone apologized and kept saying, "I'm sorry, Sir--but that's just our process."

I finally said, "Your process just isn't good enough. Fix it or the market will." What she didn't realize is that I am the market and so are each of you. Vote with your social contracts, my friends, and you will correct the market and remove incompetence as a barrier to raising the living standard all over the world.

Joshua Minton is President of an Internet publishing and business consulting corporation, Family Bliss Enterprises, Inc. He is also author of two novels, several short stories, poems and articles on art, philosophy, politics, sociology, science, popular culture, business, health insurance administration, internet marketing, blogging and personal success.

You can keep up with Josh through his Podcasts (http://joshuaminton.blogspot.com) and his Blog (http://boyswearpants.com).

His book, Flipping the Temple: Win the Information War Using the Internet to Create Fantastic Success as an Author, will be coming out this Fall and will available exclusively through http://joshuaminton.com where you can sign up for free for Josh's exclusive weekly newsletters, where he posts his private thoughts and article embryos to his appreciated audience. In gratitude for allowing Josh to keep you updated on his thinking, you will be immediately sent two of his novels and a book of poems that he has published and are available only to members of his newsletter subscription list.

---

Customer Neglect

What have you done for your existing customers lately? Probably... Read More

Customer Service A Chickens Way

Anyone who knows me knows my favorite fast food restaurant... Read More

What Every Manager Should Know About How to Win the Loyalty of Customers

Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers... Read More

8 Critical Steps to Establish a Customer Service Culture

"Every company's greatest assets are its customers, because without customers... Read More

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... Read More

What Every Employee Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

How to Keep Customers

Who was it that said - "The customer is always... Read More

The Sellers Creed

I will not make sales. I will make Customers.I will... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

Everyone talks in code!

How often have you left a meeting with a customer... Read More

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

4 Things Your Clients Want From Your Company

Sure, all clients are different. They have different kinds of... Read More

How CRM Software Works -- Creating Customer Satisfaction with a Click

When people ask, "What is CRM?" the literal answer is,... Read More

Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Handling Angry Clients

What do you do when your client gets mad at... Read More

Clients - What They Want from You

A growing number of individuals are finding themselves called to... Read More

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major... Read More

The Number 1 Rule for Businesses - Be Professional

Have you ever walked into a store and things looked... Read More

Are You Giving Your Customers Enough Reasons To Return To Your Business?

Good customer service just isn't enough anymore in the marketplace... Read More

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

It Is All About Customer Service!

In this day of terrible customer service, it should come... Read More

Is Your CRM (Customer Relationship Management) System Doomed To Fail?

"Right, People. Let's blast out that mail campaign we've been... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... Read More